Our CEO speaks on COPE about the new regulation against telephone fraud in Spain

On 27 February, our CEO, Alfred Nesweda, was interviewed on COPE Radio to discuss the new Ministerial Order TDF/149/2025 published in the BOE just over two weeks ago. This regulation aims to fight against identity fraud in phone calls and messages, a growing problem that affects both consumers and businesses that legitimately communicate with their customers.

During the interview, Alfred stressed the importance of this regulation in protecting end users and safeguarding brand reputation.

“It’s unacceptable that anyone can make a call impersonating another company”.

Alfred Nesweda

HOW WILL THIS REGULATION AFFECT BUSINESSES AND CONSUMERS?

Telephone fraud has increased exponentially in recent years, affecting not only consumers but also legitimate businesses that rely on phone calls to connect with their customers. The new regulation brings several important changes:

REPLACING MOBILE PHONE NUMBERS FOR CUSTOMER CONTACT

Businesses that have been using mobile numbers for customer service or commercial campaigns will have to adapt to the new rules. This means they will no longer be able to use mobile numbers and will have to switch to 900 and 800 numbers for unsolicited commercial calls and customer service.

THE NEED FOR TRANSPARENCY CAMPAIGNS

Companies need to clearly communicate their official phone numbers so that consumers can identify them and avoid falling victim to scams.

CHANGING THE PERCEPTION OF PHONE CALLS

With caller ID validation, consumers will have greater confidence in incoming calls as they will be assured of the legitimacy of the caller.

“If a customer has saved their bank’s 900 number and receives a call from that number, they can be sure it is genuine. Operators are now obliged to block any attempts at impersonation”.

Alfred Nesweda

KEY BENEFITS OF THIS REGULATION FOR BUSINESSES

While these changes present challenges for some businesses, they also offer significant benefits in terms of stability and operational efficiency. Many businesses that previously made unsolicited commercial or customer service calls from mobile numbers faced a recurring problem: being flagged as spam. As a result, they were forced to constantly register new numbers in order to continue operating.

Moving to 900 or 800 numbers eliminates this problem, allowing businesses to manage outbound call campaigns more reliably and without the risk of being blocked by users.

In addition, this move provides access to advanced features typically associated with contact centre software, which are included with 900 lines but were not available with mobile numbers. These include queue management with customised messages and callback implementation to reduce waiting times.

HOW COMPANIES SHOULD INFORM CUSTOMERS ABOUT THESE CHANGES

Consumers, especially younger generations, value transparency in communication. From a marketing perspective, this new regulation presents a unique opportunity to build brand reputation.

We recommend that companies use email campaigns to inform their customers of the steps they are taking to comply with the new rules. This not only builds trust, but also demonstrates a commitment to consumer protection.

Another key strategy encouraged by the Regulation is the diversification of contact channels. When consumers seek information before making a purchase or resolving a problem, phone calls are often their last resort. Many will turn to email, websites or social media first, so businesses need to be active on these platforms to effectively engage and guide their customers.

WE CAN HELP YOU COMPLY WITH THE NEW SPANISH REGULATION

Our team of experts is ready to help. Call us on +34 900 670 750 or complete this form to get started.